The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention

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Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion (2019, background): “Contrary to our findings, evidence of a full mediating role of EEXT on the effect of CIVT on TINT was found in previous studies (Han et al., 2016; Li & Zhou, 2013).”
Burnout: A Review of Theory and Measurement (2022, background): “In addition to physical and psychological health problems, in general, burnout is also directly related to job dissatisfaction [72], low organizational commitment [66], increased absenteeism [73], turnover intention [74], and reductions in performance [47].”
Psychosocial work environment, work engagement, and employee commitment: A moderated, mediation model (2020, background): “These include incivility (Han et al., 2016), verbal abuse (Kitterlin et al., 2016), physical abuse (Lyu et al., 2016), hostility (Mathisen et al., 2008), kitchen banter (Giousmpasoglou et al., 2018), and sexual harassment (Ineson et al., 2013).”